Run a recall in the Recall manager

Before the tool

The recall know-how — what a recall is, when you must do one, who to notify — is public at /tools/recall. The Recall manager is the workspace that turns that guide into a tracked plan for your organisation; it is part of the subscription.

Opening a case

Go to platform.conphora.com/go/recall — it lands you in the Recall manager for your organisation’s compliance profile. Choose New recall and fill in:

• a title (for example “Kettle — overheating risk”),
• the product name and its identifiers (SKU, GTIN, batch or serial range),
• the markets affected,
• the hazard or defect, and
• the risk level: low, medium, high or serious.

“Create & open” starts the case in Draft. A “Recall created” notification goes to the organisation.

The board

The case opens as a board of seven phases, each with pre-seeded tasks:

1. Detect & triage — log the safety signal or complaint, preserve evidence and affected samples.
2. Risk assessment — identify the hazard and failure mode, assess severity and probability, decide the corrective action.
3. Decision & strategy — choose the remedy (repair, replace, refund), set timeline, owners and budget, write the recall action plan.
4. Notify authorities & supply chain — notify the competent authority where required (through your market’s official portal), notify distributors, retailers and marketplaces, stop sales and block stock.
5. Customer & public communication — draft the recall notice, choose channels, publish the notice and open a support route.
6. Execute the remedy — run the remedy, track units recovered against units affected.
7. Monitor effectiveness — measure the response and recovery rate, escalate if the response stalls.

Every task has “What this means” and an example. Set each task to To do, In progress, Blocked, Done or N/A, assign it to yourself or a colleague, and add notes (“How was this done? Decisions, who, when, links…”). You can add your own tasks to any phase.

Status and progress

The case status moves from Draft to Open, then Monitoring and finally Closed (or Cancelled if it turns out no recall was needed). The board shows overall progress and the units affected, recovered and the recovery rate you enter. Notifications go out when the status or phase changes, when a task is assigned to you, the day before a task is due, and when a task is overdue.

Notes and the timeline

The timeline logs every change automatically. “Add note” records decisions, calls and updates in your own words. This is the audit trail an authority or a retailer may ask for later, so write notes as you go rather than reconstructing them afterwards.

The report

Report renders the whole case — overview, product, identifiers, markets, hazard, risk, status, dates, units, every task with its notes, and the full timeline — as a printable page with a PDF download. It documents the recall exactly as recorded in Conphora. It is general guidance, not legal advice; confirm regulatory specifics with the competent authority.

Practical notes

• A recall belongs to the organisation; anyone in it can see and edit the case.
• One product, several markets: one case with all markets listed is easier to report on than one case per market.
• If the hazard turns out to be serious, change the risk level on the board — the change is logged.

For a question about a live recall, send a request and mark it urgent in the subject.